Account Associate- Birmingham Call Center
About The Position
The Account Associate supports customer satisfaction by resolving inquiries and managing accounts effectively within a team environment. The role involves identifying the root causes of customer concerns, managing account activities, and facilitating collections when appropriate. It develops skills in customer service, account management, and problem resolution, with success measured by timely issue resolution, customer retention, and adherence to quality and productivity standards. This work contributes to loyal customer relationships and organizational revenue through service and account management. Account Associates receive on-the-job training and can earn up to $750 while completing training milestones. After completing training, they promote to the Account Expert role and become eligible for an annualized incentive target of $4,400. Actual incentives vary based on performance and full-time status. T-Mobile guarantees employees $20 per hour inclusive of base pay and incentives. The position is not travel-required, DOT-regulated, or safety-sensitive.
Requirements
- High school diploma or GED.
- Account management skills.
- Telephone answering skills.
- Customer education skills.
- Customer needs identification skills.
- Customer problem-solving skills.
- Customer retention skills.
- Customer service skills.
- Customer-focused approach.
- Empathy.
- Microsoft Applications skills.
- Multitasking skills.
- Knowledge of operating system concepts.
- Payment collections skills.
- Knowledge of payment schedules.
- Service-oriented approach.
- Troubleshooting skills.
- At least 18 years of age.
- Legally authorized to work in the United States.
Nice To Haves
- Six months of customer service experience.
Responsibilities
- Resolve customer inquiries and concerns promptly to ensure effective issue resolution.
- Manage customer accounts to identify service opportunities and facilitate collections of past-due balances.
- Deliver customer service using available resources and training tools to maintain service quality.
- Complete required training to develop skills, system knowledge, and proficiency in organizational competencies.
- Meet department productivity and quality standards to support operational goals.
- Approach each customer interaction with respect and a solution-oriented mindset to foster positive experiences.
- Perform other duties and projects as assigned by business management.
Benefits
- Annual stock grant.
- Employee stock purchase plan.
- 401(k).
- Access to free, year-round money coaches.
- Medical insurance.
- Dental insurance.
- Vision insurance.
- Flexible spending account.
- Paid time off.
- Up to 12 paid holidays.
- Paid parental and family leave.
- Family-building benefits.
- Back-up care.
- Enhanced family support.
- Childcare subsidy.
- Tuition assistance.
- College coaching.
- Short- and long-term disability coverage.
- Voluntary AD&D coverage.
- Voluntary accident coverage.
- Voluntary life insurance.
- Voluntary disability insurance.
- Voluntary long-term care insurance.
- Mobile service and home internet discounts for eligible employees.
- Pet insurance for eligible employees.
- Commuter and transit programs for eligible employees.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
